There are two settings in the KACE SMA Service Desk which have similar functions:
NOTE: Service Level Agreements (SLAs) are only available in versions 6.3.x and above and Escalation Time is available in versions 6.0.x and above.
To review some of the similarities and the differences, please see the below chart:
Function | Service Level Agreement (SLA) | Escalation Time |
| Calculate the due date based off of priority | Yes | No |
| Requires that ticket is resolved / closed to avoid violations | Yes | No |
| Requires that Email on Events be configured to send emails | Yes | Yes |
| Takes Business Hours / Holidays into account in calculation | Yes | No |
| Turns off notifications when the ticket is in a Stalled status | No | Yes |
| Resets the notification timer with any change to the ticket | No | Yes |
NOTE: For more information, please see: How to Enable Service Level Agreement (SLA) in the Service Desk and What is escalation used for and how do I set it up?
